Introduction
Dusit Thani Manila Hotel, located at Makati is among the oldest hotels in the area that has survived since 1976 for what it has become today, a company that uses Total Quality Management (TQM). But it wasn't Dusit Thani before. It has a history. This WebQuest is created to guide students on how TQM is used in the Hotel.
Task
You should be able to answer this question at the end of this WebQuest: What did Dusit Thani do to go alongside competing with the new hotels in Makati? Join us as we explore how they use TQM to success.
Process
TQM for Dusit International
In 2017, Dusit International has rolled out Total Quality Management (TQM) systems across its entire portfolio of properties, making it one of the first Thai-owned hospitality companies to meet the criteria of the International Organization for Standardization's ISO 9000 series and to commit to continuous improvement in all aspects of its operations.
Read more at https://www.hospitalitynet.org/news/4080642.html
Quoting Mr Tan Eng Leong, Senior Vice President, Total Quality Management, Dusit International.
"A quality organisation dedicated to quality improvement, we remain committed to our guests and always do our best to exceed their expectations,"
Furthermore,
"The TQM systems we have implemented at our hotels have helped to improve overall efficiency which has led to an increase in employee satisfaction and, in turn, high levels of guest satisfaction. With TQM systems now rolled out across our entire portfolio of hotels and resorts, we look forward to similar results at our international properties."
Very well said. The company is truly dedicated for continuous improvement. No wonder they are not left behind. In Manila their facilities are impressive.
Evaluation
TQM Activities and Organizational Strategies
1. Great Service and Facilities
A product of their TQM is that Dusit Thani makes the most out of their services for their clients and guests. When it comes to accommodating them in the hotel, Dusit Thani offers luxurious comforts to their guests from traveling services to 24-hour security they give to their guests. This strategy makes their clients return. Since this is being seen and experienced in their brand, international guests know what to expect when they choose the Dusit Chain: https://www.dusit.com/dusitthani-manila/accommodation/
2. Multilingual Management and Staff
To provide better services and to reassure their guests, Dusit Thani trains their staff and management to learn different languages in order to give better services to their guests from different places. Staff and management learns different languages such as Japanese, Thai, Indian, French and Chinese. This is part of their continuous process improvements. Staff have been empowered to take the initiative, and are encouraged to suggest ways to improve products and facilities. All processes are mapped to ease training, with detailed descriptions of best practices, as well as to identify areas for improvement. This has resulted in increased employee engagement, and improved services across the board.
3. Accommodation Booking and Special Offers
Dusit Thani provides different accommodations to their guests, along with their complementary offers such as rollaway bed for children under the age of 12 upon request of the guests, complementary buffet meals for the children aged 5 and below, and even offers 50% discount on buffet for children between 6 and 12 years old. https://www.dusit.com/dusitthani-manila/specialoffers/
Another product of their TQM is easy booking. You can book directly to their website: https://www.dusit.com/dusitthani-manila/.
Or any hotel booking sites attached as follows. Just enjoy and compare who gives the best offer. https://www.tripadvisor.com.ph/Hotel_Review-g298450-d562258-Reviews-Dusit_Thani_Manila-Makati_Metro_Manila_Luzon.html
All hotels are part of these booking sites. It is the new way of booking. ONLINE. If a hotel cannot be found in these sites, they will have difficulty selling their hotel.
Conclusion
Dusit Thani Manila is now one of the best 5-star hotels in Manila that offers luxurious services to their guests. With its historical credibility and number of great reviews from their guests, Dusit Thani Manila has indeed earned its name and credibility to be one of the best hotels in Manila. With it's great services and luxurious offers throughout the years, no doubt that Dusit Thani Manila will still continue to make its history. Success indeed comes easy when one adheres to Total Quality Management.
Visit Dusit Thani Manila!
Credits
References:
Accommodation. (n.d.). Dusit Thani Manila. https://www.dusit.com/dusitthani-manila/accommodation/
De Guzman, N. (2016, May 17). PHOTOS: 10 Historic Hotels in Manila, Then and Now. SPOT.PH. https://www.spot.ph/newsfeatures/the-latest-news-features/66320/photos-…
Dusit Thani Manila. (n.d.). Booking.Com. Retrieved November 2, 2020, from https://www.booking.com/hotel/ph/dusit-thani-manila.en.html?aid=311984
Dusit Thani Manila (n.d.). Tripadvisor. https://www.tripadvisor.com.ph/Hotel_Review-g298450-d562258-Reviews-Dus…
Home. (n.d.). Dusit Thani Manila. https://www.dusit.com/dusitthani-manila/
HospitalityNet. (2017, January 26). Dusit International announces Total Quality Management for its properties in Thailand and overseas. HospitalityNet. https://www.hospitalitynet.org/news/4080642.html
Offers. (n.d.). Dusit Thani Manila. https://www.dusit.com/dusitthani-manila/specialoffers/
Teacher Page
Course: TOTALQM - OHH2
Task: WEEK 4 ASSESSMENT TASK
Submitted to: Miss Michelle Pino
Submitted by: Deveza, Timothy Aaron and Lee, Jasmine